Junior Product Support Engineer
Invaryant
full-time
Posted on:
Location Type: Remote
Location: Remote • California • 🇺🇸 United States
Visit company websiteJob Level
Junior
About the role
- Address complex customer inquiries and issues related to product functionality, performance, and integration, going beyond basic troubleshooting to provide in-depth assistance.
- Investigate, diagnose, and resolve intricate technical problems with the product, utilizing advanced troubleshooting techniques, logs, and debugging tools to identify root causes.
- Take ownership of customer issues, manage the resolution process from initial contact to final solution, and ensure timely communication and follow-up.
- Work closely with senior team members and the engineering team to analyze recurring or critical problems, providing detailed information and context to facilitate effective solutions and prevent future occurrences.
- Provide feedback to product and development teams regarding customer pain points, feature requests, and usability issues, and suggest product modifications or workarounds.
- Advocate for product enhancements, bug fixes, and documentation updates to improve the overall customer experience.
- Respond to a wide range of customer questions providing clear, concise, and accurate information about product features, functionality, and best practices.
- Identify, troubleshoot, and resolve software malfunctions, system errors, and configuration problems, escalating issues to development teams when necessary.
- Recognize and prioritize critical customer problems that require immediate attention, and escalate them to appropriate internal teams while maintaining clear communication with the customer.
- Create and update comprehensive technical documentation, knowledge base articles, FAQs, and troubleshooting guides to empower customers to self-solve common issues and reduce support inquiries.
Requirements
- Minimum: Bachelor's degree in Computer Science, Information Technology, Communications or a related field.
- Skill in translating complex technical information into easily understandable language for customers with varying levels of technical expertise.
- Demonstrated ability to independently and creatively solve challenging technical problems, using logical reasoning, analytical skills, and resourcefulness to find solutions.
- A genuine desire to help customers, with a focus on empathy, patience, and professionalism, and a commitment to providing exceptional customer service and support.
- Skill in representing customer perspectives and needs within the organization, effectively communicating feedback to influence product development and improve the overall customer experience.
- Preferred: Minimum of 3 years of proven experience in a customer-facing software troubleshooting role.
- Proven ability to systematically analyze and diagnose complex technical problems, utilizing a variety of tools and techniques to identify root causes and implement effective solutions.
- Proven ability to create and maintain accurate, comprehensive, and user-friendly technical documentation, such as knowledge base articles, FAQs, and troubleshooting guides.
- Familiarity with conducting or assisting in product training sessions for customers or internal teams, with the ability to explain technical concepts and product features effectively.
Benefits
- Health insurance
- Paid time off
- Remote work options
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
troubleshootingdebuggingtechnical documentationproblem diagnosissoftware malfunction resolutionsystem error resolutionconfiguration problem resolutionanalytical skillslogical reasoningcustomer support
Soft skills
empathypatienceprofessionalismcommunicationproblem-solvingcustomer advocacyindependencecreativityresourcefulnesscollaboration
Certifications
Bachelor's degree in Computer ScienceBachelor's degree in Information TechnologyBachelor's degree in Communications